Head of Complaints- Volvo Cars Uk

3 weeks ago

Maidenhead, United Kingdom Volvo Cars Full time

**Your leadership will make a difference.**

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

**What you’ll do**

As the Head of Complaints, you will be responsible for overseeing the complaints handling process and Team, ensuring compliance with regulatory requirements outlined by the Financial Conduct Authority (FCA), including the Consumer Duty, Consumer Credit Sourcebook (CONC), Dispute Resolution: Complaints (DISP), and measures to support vulnerable customers.

**This role is certified under the FCA's Senior Management Certificate Regime and requires the role holder to participate in debates and decisions relating to the complaint-handling strategy for Volvo Cars UK.**

**Your responsibilities will include**:
**Strategic Leadership**:
Develop and implement a strategic vision for the complaints management function, aligning it with the company's goals and objectives.

Lead and inspire the complaints team to deliver exceptional service and drive continuous improvement in complaint resolution processes.

**Compliance and Regulatory Oversight**:
Ensure compliance with all relevant regulations and industry standards, including the FCA's Consumer Duty, CONC, DISP, and other applicable rules and guidance.

Implement and maintain robust processes and procedures to manage complaints effectively while meeting regulatory requirements.

Stay abreast of regulatory developments and industry best practices to ensure the complaints function remains aligned with regulatory expectations.

**Vulnerable Customers**:
Develop and implement strategies and initiatives to identify and support vulnerable customers throughout the complaints process.

Ensure that staff are trained to recognise signs of vulnerability and handle complaints with sensitivity and empathy, in line with regulatory expectations.

**Risk Management**:
Implement robust risk management practices within the complaints function to identify, assess, and mitigate risks associated with complaints handling.

Monitor key risk indicators and implement corrective actions as necessary to mitigate emerging risks.

**Performance Monitoring and Reporting**:
Establish key performance indicators (KPIs) for complaints handling processes and monitor performance against targets.

Generate regular reports and dashboards to track complaints trends, identify root causes, and drive continuous improvement initiatives.

**Stakeholder Management**:
Build and maintain effective relationships with internal stakeholders, including senior management, compliance, and legal teams.

Collaborate with external stakeholders, such as regulatory bodies (i.e. Financial Ombudsman Service - FOS) and industry associations (i.e., the Finance & Leasing Association - FLA), to share best practices and drive industry-wide improvements in complaints handling.

**Team Development**:
Provide leadership, guidance, and support to the complaints team, fostering a culture of excellence, accountability, and continuous learning.

Identify training and development needs within the team and implement programs to enhance skills and capabilities.

**What you’ll bring**:
We are in search of an engaged and collaborative leader who is setting directions, executing effectively, and simplifying complexities, all while maintaining an eye on the broader vision.

Key qualifications include:
Bachelor’s degree in business administration, Finance, a related field or similar work-based experience.

Expert level of experience in complaints management or a related function, preferably within the financial services sector.

In-depth knowledge of regulatory requirements, including the FCA's Consumer Duty, CONC, DISP, measures to support vulnerable customers, and the Senior Management Certificate Regime.

Proven leadership and people management skills, with the ability to motivate and inspire teams to achieve high performance.

Excellent communication and interpersonal skills, with the ability to build effective relationships with internal and external stakeholders.

Analytical mindset with the ability to analyze complex data and identify trends and root causes of complaints.

**Who are you?**

We are looking for you who bring an enterprising mindset, combined with strong stakeholder management skills. Your ability to connect technology with business needs is unparalleled. You have a relentless focus on uncovering solutions that facilitate deliverables, always with a positive and people-centric approach. Accustomed to making data-driven decisions, you excel at demonstrating the benefits of various solutions while continuously generating innovative ideas.

**Benefits & Life at Volvo Car UK**:
75.000£-80. 000£.Competitive salaries which are benchmarked annually.

Discretionary, performance related bonus sche

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